Thank you for choosing HAP Empowered. Here, you will find quality care and great service. Our friendly staff are here to help you during normal business hours: Monday through Friday 7:30 am to 5:30 pm. You also have access to our 24-hour call line to make sure you get the answers to your questions. We have staff that speaks English, Arabic, and Spanish to help you get the health care you need when you need it. We print our Member Handbook in English, Arabic, and Spanish, as well. Call us if you would like us to send you a copy.

For faster service, have your HAP Empowered member ID card ready when you call.

It is a goal of HAP Empowered to ensure you get the right care in the right place at the right time. HAP Empowered uses Utilization Management (UM) to accomplish this goal. The UM department does this by reviewing requests for services. There are national rules and regulations that help determine if the requested service is appropriate. Decisions to approve the request are based on the information supplied by your doctor/provider, the national rules and regulations and the HAP Empowered Medical Directors. Please see the frequently asked questions below:

What if I have questions regarding a decision made by the UM department?

You can contact the UM department Monday through Friday, 8:00 a.m. – 5:00 p.m. by calling (888) 654-2200. After normal business hours calls can be made to (888) 654-2200. Your issue will be addressed the next business day.

What if I need help because I am hearing/speech impaired?

The Michigan Relay Center is available toll-free by calling 711.

How can I get help if I do not speak English?

We use an interpreter to speak to you in your requested language. To request language assistance please call (888) 654-2200.

What if I do not agree with a decision made by HAP Empowered?

If you do not agree with a decision made by HAP Empowered you should follow the process described in your handbook “How to File a Grievance/Appeal” or call (888) 654-2200 for assistance.
If you do not agree with the HAP Empowered decision after you have appealed you have the right to request an outside review by someone not affiliated with HAP Empowered.

NOTE: The UM department does not reward or give bonuses to practitioners or employees for denying services.